Follow up SOP 

Follow-Up Queue SOP

Purpose:
This SOP outlines the process for placing a Needs Scope ticket into the follow-up queue when additional review is needed after the initial assessment.

When to Use This SOP

Use this process when reviewing a Needs Scope ticket and you determine that the ticket cannot be fully completed or scoped at that time, but should be re-reviewed after a short follow-up period.

Common reasons for follow-up may include:

• Waiting for additional information from a technician, customer, utility, AHJ, or internal team.

• Needing time for updates, photos, notes, or documentation to be added.

• Allowing another team or department time to respond.

• Re-reviewing the project before determining whether work is necessary.

• Confirming if the original issue still requires action.

Follow-Up Timeframe

Follow-up dates should generally be set for either:

• 24 hours

• 48 hours

A 24-hour or 48-hour follow-up should be used as the default timeframe unless there is a specific reason to choose a different date.

Avoid setting unnecessary long-term follow-ups unless the project details clearly justify it.

Procedure

1. Review the Needs Scope Ticket

Open and review the Needs Scope ticket in full.

Check all available information, including:

• Project notes

• Technician comments

• Uploaded photos

• Customer concerns

• Inspection results

• Utility or AHJ requirements

• Previous scope or service history

Determine whether the ticket can be completed immediately or if a follow-up review is needed.

2. Determine if Follow-Up Is Needed

If the ticket cannot be properly scoped at the time of review, but should be checked again later, place it into the follow-up process.

Before moving the ticket to follow-up, make sure there is a clear reason for the follow-up. The follow-up should not be used to delay a ticket without explanation.

3. Change the Work Type

Update the ticket work type to:

Field Support - Internal Follow Up Needed

This work type should only be used when the Field Support team needs to re-review the ticket after the selected follow-up date.

4. Leave a Project Note

Add a clear project note explaining why the ticket is being placed into follow-up.

The note should include:

• Why follow-up is needed

• What information or action is pending

• Who or what team the ticket is waiting on, if applicable

• The selected follow-up date

• Any specific items that should be checked during the next review

Example note:

Placing ticket into internal follow-up. Additional technician photos/comments are needed before scope can be finalized. Follow-up set for 24 hours to re-review and determine if work is necessary.

5. Set the Follow-Up Date

Fill in the Follow Up Date field with the date the ticket should return for review.

Use one of the standard follow-up timelines whenever possible:

• 24-hour follow-up: use when the ticket only needs a short delay or quick re-check.

• 48-hour follow-up: use when another team, technician, or external party may need additional time to respond.

Make sure the selected date is accurate before saving the ticket.

Follow-Up Queue Review Process

1. Ticket Populates into Follow-Up Queue

Once the selected Follow Up Date becomes the current date, the ticket will populate into the follow-up queue for re-review.

2. Re-Review the Ticket

When the ticket appears in the follow-up queue, review the ticket again to determine whether the requested work is still necessary.

Check for any new information added since the previous review, including:

• Inspector responses 

• Refreshed monitoring portal data

• Customer updates

• Utility or AHJ responses

• Internal team comments

3. Determine Next Action

After re-reviewing the ticket, determine the appropriate next step.

Possible outcomes include:

Scope is now ready:
Proceed with creating or finalizing the scope of work and change the scope of work from 

More follow-up is still needed:
Update the project note with the reason additional follow-up is required, then reset the follow-up date.

Work is no longer necessary:
Document why the work is no longer needed and move the ticket forward according to the normal ticket process.

Ticket needs escalation:
If the issue cannot be resolved through normal follow-up, escalate to the appropriate team or manager.

Documentation Requirements

Every time a ticket is placed into follow-up, the project note should clearly explain the reason for follow-up.

A good project note should answer:

• Why are we not completing the scope now?

• What are we waiting for?

• When should the ticket be reviewed again?

• What should the next reviewer check?

Do not leave vague notes such as:

• “Following up later.”

• “Need to check again.”

• “Waiting.”

• “Review tomorrow.”

Instead, use clear and specific notes.

Best Practices

• Use follow-up only when there is a clear reason.

• Default to 24-hour or 48-hour follow-up timeframes.

• Always leave a detailed project note.

• Make sure the follow-up date is entered correctly.

• Re-review the full ticket when it returns to the queue.

• Do not repeatedly reset follow-ups without adding new context.

• Escalate tickets that continue to lack needed information after multiple follow-ups.

Example Workflow

1. Review the Needs Scope ticket.

2. Determine that additional information is needed before the scope can be completed.

3. Change the work type to Field Support - Internal Follow Up Needed.

4. Add a project note explaining what is pending.

5. Set the Follow Up Date for 24 or 48 hours out.

6. Save the ticket.

7. On the selected follow-up date, the ticket populates into the follow-up queue.

8. Re-review the ticket and determine whether work is necessary.

9. Complete the scope, reset follow-up with updated notes, close/move forward if no work is needed, or escalate as needed.

Example Project Note Templates

Reason for ticket:

Fix:  

Reason for follow up:  

Follow up time: